Overall a great product in durability and stability. I have had this product since November 2017 without any major issues or the need to replace parts. It has a nice smooth ride. I had a little trouble folding and putting in my car and it is so big that it is not convenient to maneuver in most places --including my own apartment. It is not the products fault, the world is not handicap friendly in terms of space for walkers and wheelchairs. I highly recommend this product and its great....until a part wears out. It will more than likely be a wheel since that gets the most wear and tear. So you call Medline to get the part you need. You will need your model number to order. It will be a sticker on your walker, see picture 1. It will start MDS. When I called I was put on hold over and over and sent to three different call agents. I had to order a rear wheel. It was $18.33 for the wheel and 7.95 S&H. You can pay through insurance or credit card. They were trying to give me a shipping date but they could not see it for some reason. You do get a order confirmation number so have pen and paper ready because that will be all you have to check on your order, also by phone. They will also give you the part #, fyi a rear wheel for this product is MDS86800XWRW. I was told to call back to get a shipping date. I ordered it on the 18th and got it on the 22nd of July. I was pleasantly surprised at the speed of delivery. But that is when the pleasantries ended. The part comes in a plastic bag without any instructions how to replace it, see picture 2 (toes not included : ) The product manual does not explain how to replace the wheel. YouTube nor Google has any instructions on how to replace the wheel. The inside has a smooth flat sliver plate, picture 3, and the outside of the wheel there is a black bump in the center of the wheel, picture 4. So it is not blatantly obvious how to replace this wheel--or at least it wasn't to me. You will need a flat head screw driver or butter knife and I had to use needle nose pliers because I did not have ratchet set. The black bump is a cover and comes off to reveal a lug-nut. Loosen that lug-nut, remove, and then take the wheel off. My wheel was wrecked as you can tell from the parts left after removing the wheel, picture 5. Remove all the old wheel parts left, the black plastic comes off too but leave it on, picture 6. Don't be dumb like me and try to remove the screw in the leg. I used a hammer, etc and ruined the threads. After 30 minutes of experimentation & realization, I discovered a simpler solution. Do not try to use the screw that comes in the plastic bag. Simply put the washer back on the screw in place, put the new wheel on and put the old lug-nut back on or use the one from the new screw. Replace the black cover and your good to go. I bent my screw and ruined threads trying to remove the screw, that is welded into the frame, before I realized the screw was welded into the frame and not coming out. So forget trying to take the screw in the frame out and replacing the screw, just replace the wheel. My screw was fine--until I went hammer time on it. Now I may have to buy a new walker if I cannot buy the specific frame part. I emailed info@medline. com to find out if it was possible to order that piece of the frame. Do not waste your time emailing. Instead of answering the question "yes" or "no" or saying, "that question is too involved to answer over email, please call so we can help you". I got a snarky reply telling me to call customer service if I had any questions. I called Medline 7/30/19. Let me give a shout out Heather, the call agent and Brian, the product assist. You guys rock! Five star customer service! They were very nice and helpful. They went above and beyond to help me. You can just buy the part of the frame, part # for left rear wheel section, MDS86800XWRWA. It's $50 plus 7.95 S&H. The frame is lifetime warranty so Heather wanted to send me to quality control but I told her it was not faulty equipment just me going hammer time. I mention this because if your frame has issues, that were not caused by you, then it is probably under warranty. Me, I cannot be covered under warranty because I caused damage while trying to replace a part. So now the decision to buy a whole new walker for $100, the part for $60 or a different walker cheaper in price. I like the durability and stability of this one so I will probably buy this model again, if I decide to buy a new walker, since I know the performance level and now know how to properly change a rear wheel on this specific model ;)
